At Sekura, we want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for requesting a refund for Sekura FileLock software.
Our payment processing is handled by Paddle.com, our Merchant of Record, who processes all transactions on our behalf.
1. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on all purchases of Sekura FileLock. If you are not satisfied with the software for any reason, you may request a full refund within 30 days of your original purchase date.
No questions asked. We believe in our product, and we want you to feel confident in your purchase.
2. Refund Eligibility
2.1 Eligible for Refund
You are eligible for a full refund if:
- Your refund request is made within 30 days of the original purchase date
- This is your first purchase of Sekura FileLock (no serial refunding)
- You provide your order number or the email address used for purchase
2.2 Not Eligible for Refund
Refunds may not be granted in the following cases:
- Requests made after 30 days from the purchase date
- Multiple refund requests from the same customer (abuse prevention)
- Purchases made with fraudulent payment methods
- Chargebacks initiated without first contacting our support team
3. How to Request a Refund
To request a refund, please follow these steps:
- Contact our support team at [email protected]
- Include your order number or the email address used for purchase
- Briefly describe the reason for your refund request (optional, but helps us improve)
We aim to respond to all refund requests within 48-72 business hours.
4. Refund Processing
4.1 Processing Time
Once your refund is approved:
- Credit/Debit Cards: Refunds typically appear within 5-10 business days
- PayPal: Refunds typically appear within 3-5 business days
- Other payment methods: Processing times may vary
The exact timing depends on your financial institution.
4.2 Refund Method
Refunds are processed to the original payment method used for the purchase. We cannot refund to a different payment method or account.
5. License Deactivation
Upon approval of your refund:
- Your license key will be deactivated immediately
- You will no longer have access to software updates or support
- Any encrypted files will remain encrypted (you should decrypt them before requesting a refund)
- We recommend uninstalling the software from your device
Important: Please ensure you have decrypted any files you need before requesting a refund, as we cannot provide assistance with decryption after your license is revoked.
6. Chargebacks
We strongly encourage you to contact us first before initiating a chargeback with your bank or credit card company.
Chargebacks:
- Result in additional fees that we must pay
- Take significantly longer to resolve than direct refund requests
- May result in your license being permanently blocked
If you have any issues with your purchase, please reach out to [email protected] and we will work to resolve your concern promptly.
7. Special Circumstances
We understand that special circumstances may arise. If you believe you have a valid reason for a refund outside of our standard policy, please contact us at [email protected] and explain your situation. We review all requests on a case-by-case basis and will do our best to find a fair resolution.
8. Contact Information
For refund requests or questions about this policy:
- Email: [email protected]
- Response Time: 48-72 business hours
- Business Hours: Monday-Friday, 9 AM - 5 PM Pacific Time
Summary of Key Points
- ✓ 30-day money-back guarantee on all purchases
- ✓ No questions asked refund policy
- ✓ Refunds processed to original payment method
- ✓ Contact [email protected] to request a refund
- ✓ Please decrypt files before requesting a refund
- ✓ Refunds processed within 48-72 business hours